Factory Authorized Automobile Service Workshop offering Mechanical/Electrical repair, Spare parts and body repair procedures to customers of

Step 1. In the yellow box to the right, describe either a product or Toyota. Current problem with the service provider is in the "Use" stage where the customer visits to get his car serviced or repaired and is
service offering by a company or organization you work(ed) for disappointed due to lack of proper guidelies about the specifics of the service provided to the vehicle and the clear explaination about the
- OR - charges received
a product or service that you have a recent and personal history.
In no more than one paragraph, describe the product or service
and some basics such as the main type of user who might
purchase the product or service.
<== Horizontal stages for your customer journey relevant to your product or service ==>

Step 2. Insert at least 1, and maximum 3 additional stages (no more than 3) to highlight the most interesting stages along the customer journey for your product or
service (To insert a column or a row in Excel, select the letter of the column above then use the Insert Menu)
Awareness
Goals
(you don't need to add any text in this row)
1. The facia of the dealer is
clearly visible from a distance of
100 meters and the customers
can identify that it is a toyota
service workshop offering sales,
service and spares
2. The dealer invests heavily in
social media marketing
increasing its reach via organic
Step 3. Insert at least and inorganic mediums. This
1, and maximum 3 Touchpoints results in large followership for
additional horizontal Step 4. In the yellow boxes to the right, the dealer
tracks (no more than 3. The dealer also invests in sms
enter at least 1, and maximum 3,
3) to highlight the most marketing to spread awarness
relevant touchpoint for each of the about the existance of the dealer
interesting horizontal stages and its services for potential
perspectives you customers in an area
might want to collect surrounding 10 sq kms
data for along the
journey
Consideration
1. The person who is willing
for service looks for reviews
on search engines and social
media to understand
customer feedback about the
experience of existing
customers. The dealer has
invested heavily on this and
the feedback is usually
positive
2. The toyota dealer offers
almost all competitive
advantages (quick repair time,
better service quality, etc) as
compared to smaller
workshops
Appointment
1. The dealer has a proper
customer care department
and when any customer
approaches for an
appointment gets assisted
immediately
2. The dealer also has an
appointment system available
on the website of the dealer
3. The dealer has also made a
dedicated smart phone
application for customer
assistance and the customer
can book an appointment via
the application as well
Use Renew (Revisit)
1. The person visists the Service Workshop to get his 1. The customer receives a
service done. He is received cordially by the Service call from the workshop 3 days
consultant and his car is taken in for teh requested afters service from customer
service care to inquire about his
2. He waits at the waiting area adjacent to the experience and is informed
workshop and carefully notices the Technicians that if he feels anything is
working on his vehicle (how they work, level of unsatisfactory he can revisit
professionalism, use of special service tools and amd get it fixed withing 15
service manuals days for free.
3. After work is done his car is delivered by Service 2. The customer gets a
consultant and he is handed over the bill and the service reminder call after 6
custoemr pays for it. He also is requested to fill the months to remind him that his
feedback. next service is due and based
(In this whole process, the customer does not gets on his experience he decises
breifed at the time of arrival about the work that is to revisit.
required to be done on the vehicle and then at the
time of delivery about the specifics of the work being
done on his vehicle and the parts that are coming to
an end to their service life etc. In this regard better
training of service consultant making him realize that
his job is not only to be hospitable with the
customer during customer reception and enter his
details in the system but also to provide technical
details, would result in betterment of the CX)

Emotions
(you don't need to add any text in this row)

Satisfaction
(you don't need to add any text in this row)

Promotions
 Cell: C2
Comment: Enter description of your product or service here.
-Michael Emmett Thompson